MARC Record from marc_columbia

LEADER: 02138cam a2200301 a 4500
001 4768258
005 20221103033243.0
008 040618t20042004njua b 001 0 eng d
020 $a0131015508
035 $a(OCoLC)ocm55675516
035 $a(NNC)4768258
035 $a4768258
040 $aVYF$cVYF$dOrLoB-B
090 $aHF5415.5$b.C37 2004
100 1 $aCarbone, Lewis P.$0http://id.loc.gov/authorities/names/no2004058836
245 10 $aClued in :$bhow to keep customers coming back again and again /$cLewis P. Carbone.
260 $aUpper Saddle River, NJ :$bFT Prentice Hall,$c[2004], ©2004.
300 $axxviii, 272 pages :$billustrations ;$c24 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
504 $aIncludes bibliographical references and index.
505 00 $gPt. 1.$tThe case for experience management -- $g1.$tOrange roofs and the mouse : a tale of two icons -- $g2.$tExperience as a value proposition -- $g3.$tThe brand canyon -- $g4.$tExperience value management -- $g5.$tGetting clued in -- $g6.$tApproach to experience value management -- $gPt. 2.$tThe practice of experience management -- $g7.$tThe discipline of assessing experience -- $g8.$tThe discipline of auditing experiences -- $g9.$tThe discipline of designing experiences -- $g10.$tThe discipline of implementing experiences -- $g11.$tThe discipline of stewarding experiences.
520 1 $a"Good, bad, or indifferent, every customer has an experience with your company and the products or services you provide. But few businesses really manage that customer experience ... so they lose the chance to transform customers into lifetime customers." "In this book, Lou Carbone shows exactly how to engineer world-class customer experiences, one clue at a time."--BOOK JACKET.
650 0 $aCustomer services$xEvaluation.$0http://id.loc.gov/authorities/subjects/sh2003011137
650 0 $aCustomer services$xQuality control.$0http://id.loc.gov/authorities/subjects/sh2009122700
650 0 $aConsumer behavior$xPsychological aspects.
650 0 $aOrganizational effectiveness$xManagement.
852 00 $boff,bus$hHF5415.5$i.C37 2004g